Grab Unveils New, Enhanced Features For Its GrabFood Service
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Grab officially announced that it is rolling out several new and enhanced features for its GrabFood delivery service in order to further improve the user experience for all its consumers across Southeast Asia (SEA). These include a revamped ratings and reviews function, as well as a new Saver delivery option and a self pick-up toggle.

Specifically, Grab’s revamped ratings and reviews feature now allows consumers to view merchant ratings and read food reviews from fellow Grab users, where previously they were only allowed to rate using a five-star system. On top of that, Grab is also adding an “Order This” button to this section, enabling users to order the same dishes seen in the reviews with just a simple tap.

Merchants, too, will be able to reply to their customers’ reviews if they wish to show their appreciation or to provide a resolution for any grouses. With this, Grab hopes that its improved in-app ratings and reviews feature will offer a more seamless and engaging experience for both its consumers and merchants.

Aside from that, Grab is also introducing a new Saver delivery option, where consumers can opt for a lower delivery fee in exchange for a slightly longer waiting time, in contrast with Grab’s existing Premium Delivery feature. The tech giant said that this new delivery option was conceived to offer more affordable delivery options to its users, and is currently being piloted in both Malaysia and Indonesia (it is already available in Singapore).

The third new feature that Grab has planned for its GrabFood service is a new self pick-up toggle, but note that this is currently available only in the Philippines. However, Grab said that it is set to be introduced in more markets soon. Essentially, the self pick-up toggle is created to provide greater in-app visibility for merchants and restaurants that allow customers to come by and pick up their orders themselves; it complements Grab’s existing self pick-up option that was already enabled some time back. Consumers can use the toggle to switch from delivery to self pick-up in a single tap, which then allows them to see all available merchants around them that offer such option – thereby making it easier for them to order their food if they prefer to self-collect their orders.

In its statement, Grab said that these new features reflected various insights that were revealed in a latest survey that it recently carried out, dubbed the Food & Grocery Trends 2022 survey. The study – which polled over 60,000 food and grocery delivery users in the SEA region between January to September 2022 – also incorporated data insights from Grab’s platform.

Among some key data revealed in the study included the fact that 7 out of 10 consumers now view delivery services as a permanent part of their post-Covid-19 life, while 8 out of 10 merchants said that delivery platforms are necessary for their business. Not only that, 88% of consumers said that they have discovered new stores because of delivery apps. Many users are also ordering more with deliveries, as well as spending more per order.

“Deliveries continue to be a prominent part of consumers’ life. In fact, consumers are shifting more and more of their food journey online, which presents additional opportunities for brands to reach and engage consumers online. This has inspired us to rethink our app experience to make food discovery more intuitive,” said the regional head of mobility and deliveries at Grab, Sean Goh.

Goh also said that he hopes the new enhancements – which were created to better cater to consumers’ changing behaviours – will help to drive greater organic demand to support merchants’ continued growth on Grab’s platform.

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